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Assessfirst Logo Assessfirst · IT - Administration

Performance Steering Lead

United States, Austin 103000.00 - 126500.00 USD / Year · Job Posted May 29, 2026
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Job Description

You will be the architect and driver of our proactive, data-driven performance steering framework. This role is responsible for implementing, maintaining, and continuously improving the methodology designed to move us from reactive reporting to continuous, real-time performance management. You will focus on establishing Metric Governance, KPI Target Setting, and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across our global service teams.

Job Responsibility

  • Lead cross-functional reviews with Operations, Workforce Management (WFM), and Analytics to set and govern targets for core efficiency and service metrics (AHT, Occupancy, Adherence, CpH, SLA), ensuring alignment with strategic capacity plans
  • Own the primary operational performance dashboards, ensuring accurate weekly monitoring, historical trend assessments, and the generation of automated, data-based performance alerts
  • Implement and enforce advanced statistical methodologies (for example Variance Significance Factor (VSF)) or standard deviation analysis to continuously measure and monitor performance consistency across all agents and teams
  • Execute a structured Performance Steering workflow for any metric deviation, ensuring the transition from identifying a performance gap to initiating a formal action plan is immediate and swift
  • Lead complex cross-functional RCAs to diagnose underperformance and develop formal, measurable Action Plans (e.g., process changes, specialized training, or incident triggers)
  • Conduct specific, deep-dive efficiency reviews and actively drive the resolution and sustained monitoring of high-priority operational remediations across global queues and vendor partners
  • Train Operations Leads to effectively utilize performance reports for data-led 1:1 Performance Discussions, fostering a culture of ownership and data-driven development among team leaders
  • Manage the Feedback Loop process in collaboration with Knowledge Management (KM) and Knowledge Delivery (KD), ensuring top performer practices are successfully validated, trained, and scaled to drive measurable efficiency gains

Requirements

  • Experience: 5+ years in a high-growth operations, performance, or analytics role, ideally within a tech, FinTech, or highly scaled service center environment
  • WFM/KPI Deep Dive: Expert-level understanding and practical application of WFM and efficiency metrics: AHT, Occupancy, Adherence, CpH, and SLA
  • Advanced Analytics: Highly proficient in data analysis using SQL and visualization tools
  • Must have practical experience interpreting and applying statistical control metrics like VSF and Standard Deviation to assess process stability
  • Process & Methodology: Demonstrated ability to build, implement, and govern structured processes (e.g., RCA, target setting, remediation monitoring) with a strong focus on documentation and continuous iteration
  • Ownership: A proactive, action-oriented mindset dedicated to moving metrics and achieving the strategic goal of improving team-wide efficiency and maximizing capacity gain
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